At Belmond, we are working hard to ensure that we are ready to welcome back our guests from around the world. I thank our fantastic teams for their unwavering commitment to support our guests, colleagues and communities throughout this challenging time.
For more than 40 years we have been redefining and reshaping the travel experience. The challenge of today’s global pandemic will not stop us from re-imagining the future of luxury travel tomorrow. If anything, it will encourage us to go further and evolve faster.
True to the pioneering spirit of our brand, our aim now is to reach new levels of excellence – both in health and hygiene, and in those areas that underpin our exceptional service.
We welcome the enhanced requirements being issued by many health authorities and governments globally and, as always, we remain uncompromising in our approach to cleanliness. We will work continuously with our dedicated in-house experts and in close collaboration with leading health and hygiene authorities to ensure our even-higher standards are achieved and upheld. Below is an overview of some of the comprehensive steps we are taking to implement our enhanced protocols, which are subject to rigorous reviews. On every level, we will continue to protect the many communities we serve.
At the same time, whilst adhering to the new guidelines on cleanliness and social-distancing, we pledge that our guests will once again feel welcomed into warm and comfortable environments, able to enjoy extraordinary travel and award-winning dining at its finest. We will continue to rise to the challenge of fulfilling our guests’ needs, especially in this regard.
The Belmond experience has long been defined by incomparable service, timeless retreats rich with culture, natural wonder and genuine care. We believe our future lies in our heritage. And that, within our walls, our guests will once again experience moments of magic, among those who matter most.
Until we meet again, please stay safe.
Roeland Vos, President & CEO
Continuing to provide a safe environment for our associates and guests
Across all of Belmond’s properties and experiences, every element of the guest experience has been considered and reviewed to ensure that our guests can feel at ease when they travel with us. For further information about the extensive measures we have put in place or the industry leaders we work with please review the FAQs below or contact us using the information listed at belmond.com/contact-us.
We look forward to welcoming our guests back to our safe and clean properties around the world when the time comes.
Belmond remains committed to providing you with as much travel planning flexibility as possible, so you can book your next travel experience with confidence.
All new and existing reservations made before May 31, 2021 for arrival on or before September 30, 2021* can be changed or cancelled without charge from Belmond up to 7 days prior to arrival. This includes advance purchase rate and other pre-paid reservations.
From 01 October 2020 until 30 September 2021, if, less than 7 days prior to a scheduled check-in, new government travel restrictions come into force which affect either Belmond’s ability to perform that booking or our guests’ ability to travel to us (this includes restrictions imposed either in our guest’s country of departure or destination), guests will be able to either change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.
At Belmond, the health and safety of our guests and associates is our highest priority. In the event that a guest tests positive for COVID-19 at any time during the 14 days prior to their scheduled date of arrival with us, we ask that they do not travel and contact us immediately to discuss their options. Guests will be able to change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.
Guests who choose to change a booking will be able to select a stay before 31 December 2021, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.
Guests who booked via online travel agents or other third parties are advised to contact their booking provider for information on their policies and for assistance.
For group bookings, our reservations teams will work closely with you and/or your event planner to manage any changes on a case-by-case basis. Our hotel reservation teams are actively supporting customers to address the needs of each group. For more information on the terms and conditions of group contracts please contact us directly.
* Some exclusions apply during holiday or peak demand periods where there is a standard 30-day cancellation policy, and may vary by property. For full details, please contact us by phone or by email using the contact information listed at contact us directly.
Belmond Trains & Boats (Excluding Hiram Bingham, A Belmond Train, Peru and Andean Explorer, A Belmond Train, Peru)
All guests with reservations made prior to June 30, 2021 for a future journey will be able to reschedule their journey up to 10 days prior to the scheduled date of departure without charge by Belmond.
If, prior to the scheduled departure date, any new government travel restrictions or quarantine measures come into force that affect Belmond’s ability to operate, or our guests’ ability to travel (either in the guest’s country of departure or destination), guests will be able to either change their booking without charge, or cancel without charge and receive a full refund of any amounts paid to Belmond.
Guests who choose to change a booking will be able to select a new departure date from the current published schedules for 2021 and 2022, and any initial deposit already paid will be valid for use against the revised booking. Please note that all bookings will be subject to availability and a price difference may apply.
We advise our valued guests to carefully review the terms of their travel insurance policy prior to travel and ensure that they have suitable medical travel insurance in place to cover the duration of their stay.
We are all in this together and we recognise the trust that you place in us each time you travel or partner with us. We would ask any guest regardless of their recent travels to let us know if they feel unwell prior to travel and we will work with you to rebook your trip without charge.
We remain steadfast in our commitment to provide every guest, partner and employee with the highest standards of service and care. In order to ensure Belmond is effectively protecting those at their properties, we have made some temporary changes to our check-in process across our portfolio.
For guests who have booked directly with us, we will contact you via email approximately 10 days prior to arrival with information about our enhanced health and safety measures and to help you make the most of your forthcoming stay. You will also receive detailed information about our new pre-arrival check-in process about 3-4 days prior to arrival.
To help make your stay as seamless as possible, we have launched a new App that is available to download free on Apple and Android devices. The App contains all the latest information about the available services and facilities on-property. Users will also be able to complete the pre-arrival check-in via the App by entering their booking confirmation number. To learn more about the Belmond App, please refer to the Belmond App section in this FAQ.
Upon arrival, and periodically throughout the stay, we will be asking all guests to undergo a contactless temperature check. Please be aware that we are unable to accommodate you if you do not complete this check.
If this contactless temperature screen reveals a fever above the threshold listed by local health authorities as a possible symptom of COVID-19, or if you or a member of your household has had any other symptoms consistent with COVID-19 within the previous 14 days, unfortunately, we will be unable to provide overnight accommodation. However, you and your party will be cared for in a separate designated room, by a dedicated team who will ensure suitable onward care is arranged.
How long are the health and safety measures going to last?
At present, the evolving nature of the pandemic means we cannot provide a definitive answer.
As a company, we continue to closely follow the latest guidance from governments and world health authorities and will undertake comprehensive and continual reviews of our operations to ensure that our comprehensive health and safety protocols, developed in partnership with a third-party specialist, continue to meet the highest of standards, adhering to all new requirements.
What new cleaning practices have you put in place?
See section on ‘Cleaning Practices’ below.
Will you provide a COVID-19 testing service upon departure from a Belmond property?
See section on ‘COVID-19 Testing’ below.
We will be asking all our guests to complete a short wellness questionnaire on arrival to help safeguard the health and wellbeing of all. If you, or anyone in your travel party or a member of your household, are displaying any COVID-19 symptoms at any time within 14 days ahead of travel, or have been required to quarantine during the same time frame, we strongly advise you not to travel and to immediately contact our property team, your respective travel agent, or Belmond Central Reservation Offices via www.belmond.com/contact-us to discuss your options as, unfortunately, we will be unable to accommodate you and your party on property. Our team is on hand to support you with making alternative arrangements at no additional charge.
Upon arrival, we will be asking all guests to undergo a contactless temperature check. Please be aware that we are unable to accommodate guests who do not complete this check. If this contactless temperature screen reveals a fever above the threshold listed by local health authorities as a possible symptom of COVID-19, or if a guest or member of their household has had within the previous 14 days any other symptoms consistent with COVID-19, we will unfortunately be unable to provide overnight accommodation. However, these guests and those in their party will be cared for in a separate designated room, by a dedicated team who will ensure suitable onward care is arranged. The reservation will be released and guests will be entitled to a full refund of any amounts paid to Belmond.
As always, we advise guests to carefully review the terms of their travel insurance policy and ensure suitable medical travel insurance is in place to cover the duration of their stay.
The new Belmond App is available to download free on Apple and Android devices. Simply search for ‘Belmond’ in the app store. The app includes all the latest information about the available services and facilities on-property, with interactive chat and in-App booking functions to be added in due course. You will also be able to complete your pre-arrival check-in process via the App.
If you cannot access the App, you can still complete the pre-arrival check-in process. If you booked directly with us, you will receive an email communication approximately 3-4 days prior to your arrival with a link to complete the pre-arrival check-in form. While it is recommended to complete the pre-check-in form prior to arrival, please note that this process is not mandatory. Our Front Desk team will be delighted to assist you with completing the check-in process when you arrive on property.
Providing a safe environment for our guests and employees is our top priority. Belmond has extremely robust hygiene and cleanliness procedures in place. We have implemented a series of new cleaning protocols targeted to protect against COVID-19 and ensure our even-higher standards are achieved and upheld. These enhanced measures include extra protocols for staff personal hygiene, removing unnecessary touch points, cleaning and disinfection and social distancing for pre-opening and after our property has opened.
We have established procedures to ensure the regular deep cleaning of our hotels and other properties, for example following a period of seasonal closure. A full deep clean of all areas at every hotel, train and river cruise will be conducted prior to re-opening, following these well-established best practices. To provide an extra layer of protection, however, specific measures to protect against COVID-19 will be carried out.
These additional measures will include the removal and deep cleaning of all curtains, fabrics, quilts, pillows and cushions. All floors and hard surfaces will be cleaned and disinfected with an approved cleaning product proven to kill the virus that causes COVID-19. All carpets will be disinfected and upholstered furniture and mattresses will be steam cleaned.
The super-chlorination of all swimming pools will be carried out prior to re-opening. Coronavirus is killed by chlorine, so it is safe to keep outdoor swimming pools operational. Chlorine will be added to our sea water swimming pools, and kept within the operating parameters of regular swimming pools. Pools that are open will be staffed to ensure adherence to social distancing in and around pools.
We will continue to carefully review government advice with respect to PPE (personal protective equipment) requirements on an ongoing basis. Depending on guest-employee proximity in an area in which these measures are being implemented, and whenever it is deemed to be required, Belmond’s employees will be wearing protective wear, including face covers and disposable gloves. Single-use face covers will be made available to guests at all times.
Our comprehensive operating procedures mandating the regular cleaning of all surface areas in operation will be further enhanced with the use of even stronger disinfectants that can effectively kill the virus that causes COVID-19. A safety management team will be established at every property prior to reopening to ensure employees continue to receive regular training on these protocols. We have engaged the world's leading inspection, verification, testing and certification company, SGS, to ensure that standards are kept under review and validated. All protocols and standard operating procedures will be subject to updates in line with the very latest guidance from relevant health and industry authorities, as local code and regulations.
Self-service buffets will not be provided and will be replaced by either a-la-carte options or serviced buffets handled by our employees. Prior to the reopening of each property, our team will be reviewing the floorplans to ensure table spacings are in line with the local regulations and relevant health and industry guidelines on social distancing. Specific measures such as staggering dining times or maximum capacity measures have been determined in consultation with the relevant health bodies and third-party specialists and will remain subject to continual review.
We have taken this opportunity to expand our outdoor dining options. Our property team will be delighted to share information on the latest dining experience available.
We will be offering in room breakfast and dining should you wish to dine in private. We have also taken this opportunity to elevate some of our in-room dining offerings to enhance guest experience as well as to adhere to COVID-19 guidelines. Our team on property will be delighted to share more details with you before and upon arrival.
Please be aware that spas at some properties may remain closed, and will open on a case-by-case basis in accordance with local code and regulations and only if social distancing and applicable hygiene measures can be introduced. You will be notified of the services available at your chosen destination prior to arrival but we strongly advise guests to check the property pages on the Belmond.com website or contact the property team prior to arrival to confirm which facilities will be available during their stay. Alternatively, you can download the Belmond App which will also contain all the latest property information. All open spas will be operated in accordance with our enhanced cleaning protocols and in accordance with local code and regulations.
Yes—we will ask guests to respect social distancing guidelines when using the pool, as in other public areas. Pools that are open will be staffed to ensure adherence to social distancing in and around pools.
Sunbeds will be spaced apart so as to adhere to social distancing guidance. The number of sunbeds available will be in line with the occupancy of the hotel, removing unneeded sunbeds to maximize the space.
Social distancing will be respected at all times when food or drink is served.
Please note that in some locations pools may remain closed. You will be informed prior to arrival should this be the case at your chosen destination.
Excursions will continue with added protocols in place. Guides will be asked to wash their hands regularly, and will be wearing face-covers. Likewise, you will be offered disposable face covers in case you would like to use one.
To welcome 2021, many of our properties will be introducing new excursions and local experiences. If you booked directly with us, you will receive information on the latest experiences via our pre-stay communication emails. Alternatively, you may also get in touch with our property team to find out more and make reservations.
As always, our aim is to ensure that every guests’ stay is as safe and comfortable as possible. We will continue to communicate with all of our guests prior to arrival to ensure that they have the very latest information on the protective measures we have put in place and what to expect throughout the Belmond journey, prior to their stay. As we have done previously, you will be asked during the booking and pre-stay communication process whether there are any special requirements or particular preferences that we should be aware of and we will always seek to accommodate these, over and beyond our extensive practices and inclusive services.
If you have any questions or concerns prior to booking or travelling, our team is on hand to support. You can find the relevant contact information on our ‘Contact Us’ page on Belmond.com, or on the relevant property page. You may also contact us through your trusted travel agent.
As always, our aim is to ensure that we provide a safe environment for our guests and employees. All of our properties will strictly adhere to local regulations and guidelines for events and group activities. Depending on the event, the property will work closely with the event organiser to perform a specific risk assessment and put in place appropriate mitigation and prevention measures ahead of the event.
If you have any questions or concerns, our team is on hand to support. You can find the relevant contact information on our Contact Us page, or on the relevant property page.
The safety and wellbeing of our associates is our top priority. As well as providing comprehensive training to all associates, with further specific training according to their functional area, we are working with supply partners to equip our staff with the necessary protective equipment. As a company, we have also been taking steps to ensure that face-to-face contact will be reduced where appropriate. A safety management team will be established at every property prior to reopening to ensure employees receive continual training. We have engaged the world's leading inspection, verification, testing and certification company, SGS, to ensure that standards are kept under review and validated. All protocols and procedures will be subject to updates in line with the very latest guidance from relevant health, industry and local government authorities.
As always, our aim is to ensure that every guest’s stay is as safe and comfortable as possible. All of our properties have established a partnership with their local reputable medical providers to offer appropriate COVID-19 testing services (either on-property or nearby). This arrangement is part of our enhanced early-protection programme and in response to various governments’ requirements for travellers to provide a proof of negative COVID-19 test upon returning to their home country. As we will be partnering with local reputable medical providers, fees may apply and vary by location. For those who wish to arrange this service, test appointments can be made through our on-property concierge team. In the event that a guest develops symptoms related to COVID-19 during their stay, a COVID-19 test will be arranged and they will be cared for in a designated room by a dedicated team until the result returns.
Many Belmond hotels, trains and other operations have resumed or will reopen for the 2021 season as usual. For the latest opening dates and availability, please visit the property pages on this website or contact our reservations team.
We continue to closely follow the latest guidance from governments and world health authorities. All opening dates are subject to continued review.
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